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Complaints Officer

Karter Thomas Ltd
Job LocationEast Midlands
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary , full-time 2 months

Job Description

Our client is a social housing provider with a real focus on developing good quality affordable housing. Currently they are seeking a Complaints Officer for a 2-month temporary role. The ideal candidate will have social housing experience and may have experience as a Housing Officer and Team leading with strong Complaints knowledge. This role will be ideal for a candidate with transferrable skills acquired from similar roles and a strongunderstanding of social housing.Duties will include:

  • Acting as an organisational lead to ensure that complaints across the business are effectively resolved in line with expectations from the Housing Ombudsman Service
  • Leading change across the business to identify and resolve service weakness/gaps to prevent complaints
  • Leading the development of policy, systems and processes relating to all complaints
  • Raising awareness of the complaints process across the business and with external stakeholders (including customers)
  • Training team members across the business to help them to differentiate between a complaint, an Expression of Dissatisfaction and customer feedback.
  • Awarding appropriate levels of compensation or gestures of goodwill in line with policies and procedures.
  • Creating, managing, and developing effective relationships between Local Authorities, Councillors and MP offices and act in the interest of Futures and our customers.
  • Identifying the root cause of complaints and ensure that relevant changes to policy or procedure are made to prevent complaints from reoccurring
  • Ensuring that team members keep accurate records of all complaints on the relevant systems
  • Building an excellent working relationship with the Housing Ombudsman and ensure that any investigations by the HOS are responded to effectively within the relevant timescales
  • Implement any improvements
  • Responding to stage 2 complaints.
  • Leading the development of reporting functions for complaints

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